topic Re: Replacement phone in Pay Monthly

Replacement phone

Anonymous — Sat, 20 Jul 2013 10:48:36 GMT

Just upgraded to refresh a few weeks ago and realised the phone had a fault.

Went into an O2 store and told them about this and they said I'd have to send the phone back for repair and it would be 14 days. As it's less than 30 days I asked about a working replacement but they said they don't get issued ones for that purpose.

Has anyone managed to get a replacement phone as pretty much any retailer would issue you a replacement for faulty goods.

Cheers

Re: Replacement phone

Anonymous — Sat, 20 Jul 2013 11:30:27 GMT

Hi,

What phone did you choose ?

You would need to check out the Refresh and 02's T&C regarding loan phones.

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref(user):str(mobile),CASE=ref(RR1)

If they cannot repair the phone and its not down to fair wear and tear they should send you a mint refurbished phone of the same model if its still available.

Re: Replacement phone

Bambino — Sat, 20 Jul 2013 11:40:32 GMT

@Anonymous wrote:
Just upgraded to refresh a few weeks ago and realised the phone had a fault.
Went into an O2 store and told them about this and they said I'd have to send the phone back for repair and it would be 14 days. As it's less than 30 days I asked about a working replacement but they said they don't get issued ones for that purpose.
Has anyone managed to get a replacement phone as pretty much any retailer would issue you a replacement for faulty goods.

Cheers

That doesn't sound right. They should give a phone to use while yours is being repaired.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?New,KB=Companion,T=join2,question=ref%28User%29:str%28Mobile%29,cmd=new,&tab=2

Re: Replacement phone

Anonymous — Sat, 20 Jul 2013 11:41:59 GMT

It's a HTC one: When recording any quiet video it records a lot of static. I've only had the phone 3 weeks and it's been a fault out of box. Looked around and a few other people have the same issue so it's probably a dodgy batch. Don't really want to be spending 2 weeks with a Nokia 100 when I'm paying so much for a "flagship" model.

Re: Replacement phone

Anonymous — Sat, 20 Jul 2013 11:52:05 GMT

@Anonymous wrote:
It's a HTC one: When recording any quiet video it records a lot of static. I've only had the phone 3 weeks and it's been a fault out of box. Looked around and a few other people have the same issue so it's probably a dodgy batch. Don't really want to be spending 2 weeks with a Nokia 100 when I'm paying so much for a "flagship" model.

If it was a fault "out of the box" then if you had returned within 7 days a new one would have been issued to you.

If you still have the phone it may be worth going through HTC themselves as 02's Repair Service has had a few raised eyebrows against it.

https://support.htc.com/en-uk

Ref loan phones sometimes a person is asked to leave a deposit. I'm thinking you came across a not so helpful store team member or they were out of 'loan phones' !

Re: Replacement phone

Anonymous — Sat, 20 Jul 2013 12:20:15 GMT

I figured it could be a software thing so everything I tried didn't seem to work as I know how crap customer service can be. ( other just O2) so I'd try and fix it on my own.
I'll speak to HTC to see what they say, then if not I'll have to bite the bullet and get 02 to look at it or maybe cancel the contract as the phone isn't fit for purpose and go with someone else.

Re: Replacement phone

Anonymous — Sat, 20 Jul 2013 12:49:00 GMT

Hi,

It is doubtful 02 will cancel your contract as they are bound by their terms and conditions to repair or replace.

Hope all goes well for you.

Re: Replacement phone

Rycal — Sat, 20 Jul 2013 13:47:28 GMT

The store can issue you with a basic loan phone for a £25 refundable deposit.

Re: Replacement phone

Anonymous — Fri, 22 Nov 2013 22:27:55 GMT

I know this post if few months old but can someone tell me if I have to return my faulty phone to the store I bought it from or can it be any o2 store as I am quite far away from the store I got it from lol

cheers

Re: Replacement phone

MI5 — Fri, 22 Nov 2013 23:21:38 GMT

Any store but see your PM for more.....

Re: Replacement phone

Anonymous — Fri, 22 Nov 2013 23:45:39 GMT

Thanks MI5, just saw your PM will pop in to the o2 store tomorrow to see what they say as Apple store is quite far away

Re: Replacement phone

davethorp — Sat, 23 Nov 2013 12:37:25 GMT

If it's an iPhone that needs repairing, and it is covered under warranty Apple do offer a mail in repair service which is probably a quicker turn around than seeking a repair from O2. When I've used it in the past Apple have mailed me a box out which you put the device into and then take it to a post office. Apple generally receive the defective unit the next day and ship a replacement out by UPS which arrives the following day so it generally leaves you without your phone for about two days

You can start the process at http://www.apple.com/uk/support/iphone/contact/ and follow the steps for get support

Re: Replacement phone

Anonymous — Sat, 23 Nov 2013 13:06:20 GMT

Thank you

Definitely not going to use o2 repairs!

Got an appt with someone from the Genious bar on Monday, will let you know what happens

Re: Replacement phone

jonsie — Sat, 23 Nov 2013 14:43:18 GMT

Definitely the way to go!

Re: Replacement phone

Anonymous — Sat, 23 Nov 2013 14:44:13 GMT

Hope all goes Ok.

Perhaps update your thread with the outcome.

Re: Replacement phone

Anonymous — Sat, 23 Nov 2013 15:38:26 GMT

Thanks B.oB

will update after I get back from the Apple store